Customer Experience Role - HNI Segment - Banking

Responsible for managing HNI customer Service Experience across the client lifecycle - ensuring priority service and enhance experience across all touch points. Will entail the following.

- Will manage the HNI Service RM channel (Dedicated Service Relationship Managers in top branches) to optimize service delivery to the top clients of the bank

- Analyzing customer complaints, doing RCA, and ensuring feedback is provided to operations/ product team to enhance proposition or processes

- Analyze key requests, turnaround times and evaluate digital interventions with key stakeholders to enhance customer experience

- Define actionables basis HNI NPS outcomes provided by Service Delivery team to drive key actionables in order to enhance client service experience

- Launch & drive channel level initiatives in conjunction with channel team to ensure higher service levels to HNI clients

- Continuously engage with other stakeholders like Operations, Product teams and Sales to ensure robust ecosystem for the RM channel to deliver higher service delivery across all touch points

- To create metrics and dashboards to drive optimal service levels. Engage with Leadership and highlight key success metrics and gaps in performance parameters, drives, initiatives and feedbacks

- Conduct branch visits/ focus group discussions to identify RM needs and gaps and continuously innovate to enhance client service experience

- Create and maintain training content across Service expectations processes and delivery for the RM channel

- Do continuous competition benchmarking and gather market intelligence to continuously enhance and upgrade client service experience